Tag: Amazon Connect

Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena“, we explored how customers can leverage AWS CloudTrail and Amazon Athena to gain visibility and […]

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]

Introduction As Amazon Connect workloads grow, customers require visibility into quotas to efficiently manage scaling and prevent failed deployments or service disruptions from exceeding limits. The Amazon Connect integration with Service Quotas results in improved management of service quotas for your Amazon Connect instance. Service Quotas serves as a hub for streamlined management and tracking […]

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

Deploying an effective contact center solution can be complex, especially for enterprises with unique requirements. This blog post outlines a foundational process that includes standardized approaches to discovery, documentation, and development. By following this approach, businesses can establish a reliable, scalable contact center that meets their current needs, and can be easily maintained and enhanced […]

In the fast-paced world of cloud innovation, staying ahead of the curve can be a challenge. At Amazon Connect, we’ve recognized the need to provide comprehensive and up-to-date training resources to our customers and partners. Since its launch in 2017, Amazon Connect has disrupted the contact center industry with as a secure, scalable, and feature-rich […]

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]